Customer Care Representative I – Virtual & Hybrid – Health Insurance Support Specialist (Remote & Onsite)
About brighthush
brighthush is a leading health solutions provider dedicated to simplifying the complex world of healthcare. With a legacy of innovation and a commitment to improving lives, we empower our members, partners, and communities through technology, data, and a culture of empathy. As a Fortune 25 organization, brighthush blends cutting‑edge analytics with a people‑first mindset, creating an environment where every associate can thrive, learn, and make a tangible impact.
Why Join brighthush?
At brighthush, we believe that the best results come from a blend of purpose, collaboration, and continuous growth. When you join our Customer Care team, you’ll experience:
- Flexibility & Autonomy – Work virtually full‑time with the option to visit our Colorado office for onboarding and periodic team events.
- Career Development – Structured learning paths, mentorship programs, and access to industry certifications.
- Inclusive Culture – A workplace that celebrates diversity, promotes equity, and values every voice.
- Competitive Rewards – Base salary ranging from $17.69 to $26.53 per hour, performance bonuses, and a comprehensive benefits package.
- Impactful Work – Directly support members and providers, ensuring they receive accurate, timely information about benefits, eligibility, and claims.
Position Overview
The Customer Care Representative I is the frontline of brighthush’s member support network. This role blends customer service excellence with data‑driven problem solving, ensuring that every inquiry is resolved efficiently and accurately. The position is primarily virtual, with occasional in‑person training and collaboration sessions.
Key Responsibilities
- Respond to member and provider inquiries via phone, email, and chat regarding insurance benefits, provider contracts, eligibility, and claims.
- Analyze complex issues, research solutions, and provide clear, concise guidance to customers.
- Operate PC and image stations to retrieve, document, and update information in our secure database.
- Maintain meticulous records of all interactions, ensuring data integrity for reporting and quality assurance.
- Collaborate with cross‑functional teams—claims, underwriting, and provider relations—to resolve escalated issues.
- Conduct outbound calls within the ZipDrug business area, proactively addressing member concerns and promoting service awareness.
- Manage multiple communication channels simultaneously—calls, texts, facsimiles, and electronic queues—while keeping detailed notes.
- Adhere to compliance standards, confidentiality protocols, and data protection regulations.
- Participate in continuous improvement initiatives, providing feedback on process enhancements and technology upgrades.
- Perform additional duties as assigned to support team objectives and organizational goals.
Essential Qualifications
- High school diploma or equivalent.
- Minimum of 2–3 years in a customer‑service or call‑center environment.
- Experience in a healthcare or insurance context is highly desirable.
- Proficiency with computer systems, databases, and Microsoft Office Suite.
- Strong verbal and written communication skills, with the ability to convey complex information clearly.
- Demonstrated problem‑solving aptitude and critical thinking.
- Empathy, patience, and a customer‑centric mindset.
- Ability to work independently while collaborating effectively with teammates.
- Reliable internet connection and a quiet workspace for remote work.
Preferred Skills & Experience
- Bilingual proficiency (English and Spanish Apply for this job